Refund Policy | Wellfood

This Refund Policy explains when and how Wellfood (“we,” “us,” or “our”) issues refunds, credits, or replacements for orders and subscriptions placed through our platform. It should be read together with our Terms and Conditions. By using our services, you agree to this policy. If you have questions, contact us at support@wellfood.ca.

1. Cancellation Before Cutoff

If you cancel a specific week’s order or your subscription before the applicable cutoff time for that delivery, you will not be charged for that week (or, for subscription cancellation, for future weeks after the cutoff rules in our Terms). No refund is required because the charge does not occur. It is your responsibility to cancel or skip before the cutoff; the cutoff date and time are shown in your account and in any reminders we send.

2. No Refunds After Order Processing

Once an order has passed the cutoff and has been locked or processed, we do not offer refunds for that order simply because you changed your mind, forgot to cancel, or no longer want the delivery. Subscription charges are for the box and services for that delivery period; by the cutoff you have had the opportunity to skip, pause, or cancel. Exceptions may be made at our sole discretion in exceptional circumstances (e.g., serious error on our part); any such exception does not create an ongoing entitlement.

3. Damaged, Missing, or Incorrect Items

If you receive damaged, spoiled, or unsafe items, are missing items from your order, or receive the wrong items, please report the issue to us within the time we specify (e.g., within 24–48 hours of delivery) with your order reference and, where possible, photos or a short description. We will work with you to resolve the issue. Our typical remedies include: replacement of the affected items (when possible); account credit for the value of the missing, damaged, or incorrect items; or a partial or full refund for the affected portion of the order, at our discretion and as permitted by law. We may require return or disposal of certain items in accordance with our instructions. We do not provide refunds or credits for issues reported after the specified reporting window or for issues caused by your handling after delivery.

4. Failed or Late Delivery

If we or our carrier fail to deliver your order (e.g., lost or not delivered by the end of the delivery window), or if delivery is significantly delayed due to our or our carrier’s error, contact us and we will work to resolve it. Remedies may include redelivery (where feasible), account credit, or a refund for the affected order or portion, depending on the circumstances. We are not responsible for delays or failures caused by events beyond our reasonable control (e.g., severe weather, natural disasters, government actions) or by incorrect address or recipient unavailability; in such cases we do not guarantee a refund or credit, but we may offer one at our discretion.

5. Subscription Pause and Cancellation

Pausing or cancelling your subscription stops future charges and deliveries in accordance with the cutoff rules in our Terms. We do not refund amounts already charged for orders that have been or will be processed and delivered. Any prepaid balance or credits in your account may be applied to future orders or refunded as we describe in your account or at the time of cancellation; we are not obligated to refund unused subscription prepayments unless we have expressly agreed otherwise or as required by law.

6. How Refunds and Credits Are Processed

Refunds, when granted, will be issued to the original payment method used for the purchase, unless we agree otherwise (e.g., account credit). Processing times depend on your financial institution; typically you will see the refund within 5–10 business days. Account credits will be applied to your Wellfood account and can be used toward future orders in accordance with our Terms. Credits have no cash value and cannot be transferred or exchanged for cash unless required by law.

7. Billing Errors

If you believe you have been charged in error (e.g., duplicate charge, amount not matching your order), please contact us with your order number and details. We will investigate and, if we confirm an error, will issue a refund or credit as appropriate. For disputes about charges, you may also contact your payment provider; we will cooperate with reasonable requests for information.

8. Legal Rights

Nothing in this policy limits your statutory rights under applicable consumer protection or other laws in your province or territory. Where those laws require a refund, replacement, or other remedy, we will comply. For Quebec consumers, mandatory legal warranty rights apply. If you have a complaint, you may also contact the consumer protection office in your province or territory.

9. Changes to This Policy

We may update this Refund Policy from time to time. The current version will be posted on the Platform with the last updated date. Material changes may be communicated by email or a notice on the Platform. Your continued use of our services after the effective date of changes constitutes acceptance of the updated policy. For orders placed before a change, the policy in effect at the time of the order may apply to that order, at our discretion.

10. Contact

For refund requests, account credits, or questions about this policy, contact us at support@wellfood.ca or through the contact details on the Platform. Please include your order number or account email and a brief description of the issue so we can respond promptly.